@book{5015,
	author = {HOROVITZ, JACQUES.},
	title = {LA CALIDAD DEL SERVICIO/ },
	publisher = {MCGRAW-HILL},
	year = {1992},
	series = {SER. MCGRAW-HILL DE MANAGEMENT},
	address = {MEXICO: },
	note = {BIBLIOGRAFIA: P. 105.}
}